Job Information
Sleep Number Field Services Manager in Indianapolis, Indiana
Company Overview
Sleep Number team members are part of a passionate, purpose-driven culture that supports improving the health and wellbeing of society through higher quality sleep. We are not just focused on our customers, however; being employed by Sleep Number means your personal wellbeing is important, too. As we continue to grow, we are looking for team members who will bring their unique personalities, backgrounds, and skills to work. Whether you are entering, returning, or experienced in the workforce, we have a place for you.
In our 35+ years in the industry we have improved over 14 million lives, and we are just getting started. With 5,000+ team members nationwide supporting work disciplines from technology to manufacturing, retail stores to field services technicians, corporate teams to customer service, we are a sleep innovation leader because of our team members. Now is a great time to join us as we invest further in our people and sleep innovation. #TeamSleepNumber
Position Overview
At Sleep Number, we believe quality sleep can and will change the world. It's our purpose. And it starts with you. Our Field Service Manager role offers a great way to balance your personal and professional life with a fulfilling career. As we continue to grow, we are looking for team members who will bring their unique personalities, backgrounds, and skills to work. Whether you are entering, returning, or experienced in the workforce, we have a place for you.
The Field Services Manager plays a crucial role in driving operational excellence, customer satisfaction, and team engagement in a specific market. They lead and mentor technicians, ensuring exceptional service delivery and adherence to company standards. Responsibilities include training, performance management, and liaison with leadership to optimize market operations. They oversee tactical activities to meet safety, financial, and quality objectives, ensuring delivery standards are met.
Primary Responsibilities
80% of role –Managing, supervising and supporting all field team members of assigned area
Champion safety by ensuring the adherence to safety procedures in the workplace
Ensures all Department of Transportation (DOT) processes and guidelines are followed and all Sleep Number trucks meet safety and productivity standards
Lead daily dock operations to include scheduling and manifest review, route efficiency and freight accuracy to ensure on time delivery and first time complete, focusing on continuous improvement in efficiencies to drive down cost
Monitor and assess team and individual performance; ensures processes are adhered to, performs talent management efforts by providing coaching, performance management and building a talent pipeline
Create open lines of communication for field team members for on the job questions and concerns, escalating to Field Services leadership as a speaker for the field. Provides consistent to and from team members to inform of key messages, goals, changes to processes, and performance results.
Drive team member engagement and recognition efforts
Responsible for recruiting, interviewing and successfully onboarding all new hires
Partner with Region Manager on strategy and efficiencies inclusive of analyzing area P&L and performance metrics; vendor partnerships inclusive of temp agency and truck rentals; and influence the market’s demand planning and forecasting
Develop and maintain relationships with Retail sales team leaders; partner to resolve customer issues or escalations
20% of role – Conduct visits in customer’s home including driving to/from homes, delivery, relocating and assembling/repairing products to specifications and service recovery situations.
Focusing while on route of modeling, coaching and training on TRUST and Home Delivery Operating Procedures to drive adherence and customer satisfaction
Ensure the Sleep Number mission, vision and values are being modeled
Perform other job duties as related to business needs.
Position Requirements
Education & Experience
2-3 years of leadership services
High school diploma or GED equivalency required; Bachelor’s Degree preferred
Must be 21 years or older
Must have a valid driver's license and proof of insurance
Knowledge & Skills
Technology Savvy: have technical skills to operate smartphones, computers, and other technology related equipment
Customer Focus: excellent customer service, verbal & written communication, and strong problem solving skills
Optimizing Talent: Ability to hire, lead and inspire a highly technical and remote workforce. As well as ability to maintain high morale and engagement with employees by bringing demonstrated strong leadership and communication skills
Business Insight, Financial Acumen, and Strategic Mindset:
Strong understanding of a service environment and infrastructure that promotes service excellence, operational efficiencies, employee engagement, superior customer service, and P&L management
Demonstrated ability to execute complex processes in a fast-paced environment
Resourcefulness
Possess a good mechanical aptitude, ability to use common and power hand tools
#PIQ
Wellbeing
Our company's purpose is to improve the health and wellbeing of society.
Wellbeing is more than a catchphrase - it's a movement that permeates our company and through our team members. We are dedicated to enhancing and supporting the wellbeing of our team members and their families through benefits, programs, and resources across our five wellbeing pillars of emotional, financial, career, community, and physical health, with sleep at the center.
By joining our team, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive benefits package including, but not limited to medical and pharmacy benefits, dental, life and disability insurance, a matched 401(k) Plan, paid time off, and much more.
Examples of how we invest in your wellbeing:
Sleep - Our 360® smart bed for team members, and discounts on our innovations and sleep solutions for yourself and friends and family throughout the year.
Physical - Wide range of wellbeing resources and services through our medical plans to improve your physical health.
Emotional - Access to mental health resources, caregiving support, paid time off and parental leave to support your emotional wellbeing. Work for your day flexibility, available for select corporate roles.
Financial - Competitive base and variable pay programs, ability to save for the future through a matched 401(k) plan and financial support to recover from an illness or injury.
Community - Paid time off for volunteering and connections to our communities t hrough our Diversity, Equity & Inclusion initiatives, and support for charitable causes.
Career - Opportunities for career development and continuous learning, including a tuition reimbursement program.
Safety
Safety is a top priority for Sleep Number supporting customers and team members wellbeing. COVID-19 Precaution(s) are in place consistent with CDC guidelines, U.S. Department of Labor’s Occupational Health & Safety Administration (OSHA), and state/local laws.
EEO Statement
Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.
Americans with Disabilities Act (ADA)
It is Sleep Number’s policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified individual, you may request a reasonable accommodation at any time during the selection process, including if you are unable or otherwise limited in your ability to access open roles here.
We’re passionate about improving lives. Be part of a health, wellness and technology revolution with quality sleep at its core. Join #TeamSleepNumber
With more than 5000+ team members across the nation
Sleep Number® stores in all 50 states with 600+ stores
Headquartered in Minneapolis, Minnesota
Manufacturing and Distribution facilities in South Carolina, Maryland, Utah, Florida, Ohio, Texas and California
Customer Relationship Centers in Louisiana, Minnesota and remote team members throughout the nation
Innovator in smart bed technology with Silicon Valley-based Sleep Number Labs
Exclusive owner of the end-to-end experience: manufacturer, marketer, retailer and servicer of the Sleep Number® bed